Currys / team knowhow

Ada23

I purchased my iMac in December 2017 and there always been issues but we decided to take it for a repair as we paid team know-how insurance for all these years. The first and second repairs have been done quickly, they replaced some parts but the problem still was there. The computer was all the time frozen and turning off, you could hear working very loud and there some issues. So we took it to the store for the third time repair and left it there on 28th May. After that, I received a text with tracking and a few days after I got the yellow message in my tracking to contact customer service. 

I gave them a call and they were very mean and insisted to ignore that as it was picked up on 3rd June. It hasn’t sat right with me so I went to the store and they told me that they have sent out my iMac on 29th May, not 3rd June. They contacted the team knowhow to hear that my iMac went missing... They still refuse to give me a voucher or replacement and ask me to wait 72 hours to have the investigation. They also told me that once they find it it will be sent to repair again and even if they don’t fit in 7 days promise, they won’t give me a replacement. They’re trying to tell me that if there is no fault found, they going to send it back to me which I think is highly unprofessional as I know and telling them that there is an issue and have a proof for it. 

They also mixed up my details with someone else, the store confirmed that my name and details have been mixed with someone else and they could see on the document that the replacement claim has been approved but they don’t know to who. 

I was receiving a multiple texts with multiple case numbers showing me different customers details. I am afraid that my details could be compromised to someone else too.

Please advise:/

Adrianna

JJ_Egan

Confusing post .

Less than a week ago you took in store to PC World .But they say they returned it the next day ??

If no fault is found what do you expect them to do ??

A lot is going to depend upon the terms of your insurance .Highly unlikely that it gives a replacement .

theonlywayisup

Very confusing, having read it a few times I come to a different conclusion on the story each time.

Is the issue that the Mac is lost, or that you have to wait 72 hours for them to accept it is lost.  Or that even if not lost, if it has no fault they won't repair it?

As JJ says above, they cannot repair something which isn't faulty. 

Ada23

No no, I took it to the store on 28th May to have it repaired third time. The store sent it out to the repair centre next day. But there was mistake and the team know how was telling me that it was collected from the store yesterday when in fact wasn’t. The currys been on the phone with team know how and now they lost my imac...

Ada23

There is the fault because after two repais issues still happening. That’s why I came back third time to have it fixed. 

It they found my imac they should give me a replacement or voucher as 7 days promise has been breached already. 

Ada23

It could be confusing as been wrote with emotions but all the facts are there.

theonlywayisup

Ada23 said:

No no, I took it to the store on 28th May to have it repaired third time. The store sent it out to the repair centre next day. But there was mistake and the team know how was telling me that it was collected from the store yesterday when in fact wasn’t. The currys been on the phone with team know how and now they lost my imac...

Are you saying that someone else has collected your Mac/Curry's gave it to someone yesterday?  If so then any fault is immaterial and I would be concentrating on the loss rather than a fault. 

Ada23

theonlywayisup said:

Ada23 said:

No no, I took it to the store on 28th May to have it repaired third time. The store sent it out to the repair centre next day. But there was mistake and the team know how was telling me that it was collected from the store yesterday when in fact wasn’t. The currys been on the phone with team know how and now they lost my imac...

Are you saying that someone else has collected your Mac/Curry's gave it to someone yesterday?  If so then any fault is immaterial and I would be concentrating on the loss rather than a fault. 

No, the store saying they gave it to the guy from repair centre but there was so mistake from thier side and now nobody knows where the product is. 

I am saying also that even if they found it, they shouldn’t ask me to wait longer for a repair as promised 7 days gone...

theonlywayisup

Ada23 said:

theonlywayisup said:

Ada23 said:

No no, I took it to the store on 28th May to have it repaired third time. The store sent it out to the repair centre next day. But there was mistake and the team know how was telling me that it was collected from the store yesterday when in fact wasn’t. The currys been on the phone with team know how and now they lost my imac...

Are you saying that someone else has collected your Mac/Curry's gave it to someone yesterday?  If so then any fault is immaterial and I would be concentrating on the loss rather than a fault. 

No, the store saying they gave it to the guy from repair centre but there was so mistake from thier side and now nobody knows where the product is. 

I am saying also that even if they found it, they shouldn’t ask me to wait longer for a repair as promised 7 days gone...

I'm sorry but your story is too hard to follow.

If you are saying they don't have your Mac, then you need to be talking to them about how they are going to replace it - and reading your Agreement so that you know they are offering what they should.

Forget the repair - my understanding is there isn't anything to repair as the machine has gone AWOL.

Good luck, but I'm out. 

macman

Surely it's rather fortuitous if they really have lost your Mac? You took in a faulty machine that is out of warranty, and they'll have to compensate you with a working equivalent, or a cash payment in lieu.
Sounds like you got lucky.
In future, do not purchase any kind of add-on insurance cover; it is dreadful value for money, and DSG typically mark the price up 100% on what you would pay if you bought it direct from the provider.

Ada23

macman said:

Surely it's rather fortuitous if they really have lost your Mac? You took in a faulty machine that is out of warranty, and they'll have to compensate you with a working equivalent, or a cash payment in lieu.
Sounds like you got lucky.
In future, do not purchase any kind of add-on insurance cover; it is dreadful value for money, and DSG typically mark the price up 100% on what you would pay if you bought it direct from the provider.

Yeah we purchased team know-how insurance together with our imac. I just hope that even if they found it they will keep they agreement promise and finally repair it or replace for a new one. As I need it for work as recently broken my back on stairs

We waiting now 72h for investigation to end.

And I am sorry if not everyone could follow up with my story. I am being emotional ahout this case and english is not my first language.